Jetstar Australia Overview
Jetstar is a low-cost airline based in Melbourne, Australia. Founded in 2003, Jetstar Airways is owned and operated by the flag carrier of Australia, the Qantas Group. Qantas Airlines regards Jetstar as its complementary airline, as it offers relatively lower fares than its “big sister.” Jetstar is well-known in the industry to offer the most affordable flights which run the domestic route in major cities of Australia and New Zealand. Its direct competitor in the budget airline category in Australia is Tigerair Australia.
Although it is known as a budget airline, it has a good, solid reputation. In fact, Jetstar has won Skytrax Best Low-cost Airline for Australia and the Pacific Region for five consecutive years: 2011, 2012, 2013, 2014, and 2015. Jetstar Airways has been recognised by the aviation and airline industry and by customers alike. Aside from the very important Skytrax Award, Jetstar also won Best International Budget Airline 2011 from About.com Reader’s Choice Award, Partner of the Year 2012 from Changi Airline Awards, and much more.
Jetstar’s main hub is at the Melbourne Airport, with secondary hubs at Auckland, Brisbane, Sydney, Gold Coast, and Cairns. Jetstar currently flies to 8 states and territories around Australia, and it has flights operating in 21 destinations within Australia. Queensland has the most number of destinations, with 9 cities/airports in all: Brisbane, Cairns, Gold Coast, Hamilton Island, Hayman Island, Mackay, Sunshine Coast, Townsville, and Whitsunday Coast. South Australia, Western Australia, and the Australian Capital Territory have one destination each: Adelaide, Perth, and Canberra, respectively. There are three destinations in New South Wales: Byron Bay, Newcastle, and Sydney. There are also Jetstar flights operating in Ayers Rock Uluru and Darwin (Northern Territory), Hobart and Launceston (Tasmania), and Melbourne (Victoria). Jetstar Airways also has flights to New Zealand’s North Island (including Auckland, Napier, New Plymouth, Palmerston North, and Wellington), and South Island (Christchurch, Dunedin, Nelson, and Queenstown).
Aside from Australian and New Zealand destinations, Jetstar also operates in Asia and the Pacific. It has more than 4,000 flights to over 75 places. This is made possible through the Jetstar group of airlines: Singapore-based Jetstar Asia Airways, Vietnam-based Jetstar Pacific Airlines, and Jetstar Japan.
Jetstar has an impressive fleet consisting of 77 aircraft. It currently has 11 Boeing 787 Dreamliners, with 21 seats in Business, and 314 seats in Economy. The most number of aircraft that Jetstar currently has on its fleet is the reliable Airbus A320. Jetstar has 53 Airbus A320s, and it is an ideal aircraft for low-budget airlines because of its low operating costs and the lowest fuel burn of any aircraft in its class. Jetstar currently has six A321s, which is a bigger version of the A321. The regional New Zealand flights are operated by a fleet of 5 Bombardier Q300s.
Jetstar Customer Service
Jetstar customer care is exemplary. Jetstar offers its customers a myriad of services to make their flying experience comfortable and memorable.
Jetstar is also known for their 10-point Customer Guarantee. These are customer commitments that Jetstar promises to deliver. Some of the significant commitments include: Your safety is our highest priority; (2) our team are always here to help, 24 hours a day, 7 days a week; (3) you can have confidence in how quickly we will respond to an issue; (4) You can have confidence in how quickly we will refund your money, and (5) we’ll let you know your choices if your flight is changed before you travel.
One of the best services that Jetstar offers is the 10% Price Beat Guarantee. As part of Jetstar Airways’ commitment to offering customers the lowest fares, when customers find a flight with another airline than what Jetstar currently offers, they will beat it. Just start a chat online with one of their customer service representatives, they will verify the comparison, and give the customer 10% discount on a future booking. Aside from single flights, the Price Beat Guarantee also applies to holiday packages. Of course, there are several criteria that the flight must meet in order to qualify for the Price Beat Guarantee. These criteria are patiently explained by the customer service team, and also available on the Jetstar website. Some of the criteria for the competitor flights are: it must be offered on a website, cheaper with all the mandatory fees and taxes, leaving later than 7 days from the time the online chat is started, direct and one way, and much more. Jetstar also considers baggage and extras part of their Price Beat Guarantee.
Jetstar has kiosks in selected Australian and New Zealand airports. In Australia, it is available in Melbourne, Adelaide, Sydney, Cairns, Brisbane, Perth, Hobart, and Gold Coast. In New Zealand, you can find kiosks in the airports in Auckland, Wellington, and Christchurch. Jetstar check-in kiosks are also available for domestic flights within 11 airports in Japan. You can always check the Jetstar website or contact the Jetstar helpline for more information on Jetstar kiosks in domestic airports.
Jetstar has a web check-in service, which is designed to save time for their passengers. Passengers are able to check-in online before check-in time. Online check-in is allowed with or without baggage, and passengers also have the option to choose from available seats. They can download and print their boarding passes for greater convenience. There are also selected flights that send boarding passes to customers through SMS. The web check-in service is available 48 hours to 1 hour before the specified departure time. It is available for all domestic flights within Australia and New Zealand. Please take note that this service is not available for the following bookings: (1) special service requests and assistance; (2) travelling with infants; (3) travelling to and from the United States, or (4) the passenger has an outstanding balance.
Jetstar acknowledges the importance of being on time, as an airline that passengers can rely on. Because of this, Jetstar Airways collects its performance data every month for Australian domestic flights. The goal is to depart within 15 minutes of the scheduled departure time.
Jetstar Airways also has a member-only program called Club Jetstar, which gives individual members various benefits and access to the biggest sales and flight deals.
Jetstar Frequent Flyer Customer Service
Jetstar teams up with other great airlines’ loyalty programs to give their customers varied choices. When customers earn miles on certain Jetstar bookings (Plus, Max, or Business Max bundles), they can select a loyalty program from their airline partners and earn points. Jetstar has partnered with Frequent Flyer Programs of Qantas, Emirates, Japan Airlines, and Vietnam Airlines. JAL and Vietnam Airlines programs are exclusive only for flights booked within Japan and Vietnam.
Qantas Frequent Flyer members can earn Qantas points and Status Credits on certain Jetstar bookings. It will be credited to the member’s account within six weeks of travel. Check out the Qantas Frequent Flyer categories and how Jetstar fares align with them on the Jetstar website. If they book flights on Jetstar, Qantas Frequent Flyer members will earn at least 800 points on Australian domestic flights, and a minimum of 400 points on New Zealand domestic flights.
If Emirates Skywards members book Jetstar Domestic Australia and New Zealand flights when part of an international itinerary, they can earn Skywards Miles. Members should provide their Emirates Skywards number at the time of booking.
Jetstar Airways Australia Contact Numbers
For delayed, lost or damaged baggage, contact 1800 687 374 toll-free if you are within Australia. For callers outside Australia who are booking flights within Australia and New Zealand, here are the contact details:
|China||4001 201 451||Toll-free|
|Indonesia||001 803 852 9778||Toll-free, Indosat customers only, English only|
|Japan||0570 550 538
050 3163 8538
|Charges apply, press 2 for English
Charges apply, PHS devices only
|New Zealand||0800 700 730||Toll-free|
|Singapore||800 852 3632||Toll-free|
|Thailand||001800 611 2961||Thailand only|
|Taiwan||00801 856 694||Toll-free|
|USA||1 866 562 4240||Toll-free, includes Hawaii|
For Jetstar insurance emergency assistance, claims enquiries, and other enquiries connected to Jetstar travel insurance policies purchased in Australia, call the following numbers:
|Emergency medical assistance||+603 2772 5593||Monday to Sunday, 24 hours|
|General Jetstar Travel Insurance enquiries||1800 257 504||Toll-free,
Monday to Friday, 8:00 – 6:00 PM
|Claims enquiries||1800 257 504||Toll-free,
Monday to Friday, 8:00 – 6:00 PM
Contact Jetstar Airways Australia
Aside from calling their hotline numbers, customers with inquiries can log on to the Jetstar Australia website and ask assistance from Jess, Jetstar’s virtual assistant. Just type in your question and Jess will immediately answer, first asking more questions to refine your search, and finally giving a detailed response.
Jetstar also has a LiveChat team that can help with inquiries regarding delays or cancellations, complaints, and compliments, to change or cancel a booking, to inquire about vouchers and gift cards, and much more.
For customers who would like to request documentation for an insurance claim, Jetstar provides a Feedback Form on their website. The Feedback Form is also used for inquiries regarding Club Jetstar, Qantas Frequent Flyer, and other loyalty programs as well as visa and passport requirements.